Service Desk Lead: Incident & Customer Support Champion

Amergis Healthcare Staffing; Columbia (MD); On-site; USD 70,000 - 80,000; Full time

Benefits offered by this job

Medical/Prescription

Dental

Vision

Health Advocacy

Health Savings Account

401(k)

401(k) Company Match

Profit Sharing

Short Term Disability

Long Term Disability

Parental Leave

Educational Assistance Program

College Partnership Program

Paid Time Off/Company Holidays

Job summary

Amergis Healthcare Staffing is seeking a Team Lead - Service Desk to supervise the Service Desk team, drive incident management, and ensure timely support for internal users and stakeholders.

You will coordinate with IT and business units, mentor analysts, and improve processes, SLAs, and knowledge resources while maintaining a strong focus on customer service.

This role requires IT leadership experience, ITIL awareness, and hands-on ability to balance operations with strategic initiatives.

Qualifications

• Bachelor's degree in IT, information systems, business administration, or related field.
• 2+ years of progressive IT support or service desk experience.
• Experience with Microsoft 365, Active Directory, Windows endpoints.
• Familiarity with ITSM tools such as ServiceNow, Freshservice, Jira, Zendesk.
• Knowledge of ITIL service management processes (incident, problem, change, knowledge).
• Strong verbal and written communication and customer service.
• Proficient in Microsoft Office (Outlook, Teams, Excel, Word, PowerPoint).

Responsibilities

• Lead daily operations of the Service Desk and ensure timely incident resolution.
• Escalate Tier 1 and 2 issues and coordinate cross-team resolution.
• Monitor ticket queues, workload, escalations, and SLAs.
• Coach and develop Service Desk analysts.
• Develop and maintain procedures, knowledge base, and standards.
• Identify trends and implement actions to reduce recurring incidents.
• Collaborate with Infrastructure, Security, Applications, Data, and vendors.
• Participate in incident response and post-incident reviews.
• Support onboarding/offboarding, provisioning, access management.
• Assist leadership with service strategies and roadmaps.
• Maintain awareness of emerging technologies and service management best practices.
• Foster positive team culture and engagement.
• Perform other duties as assigned.

Skills

Customer service orientation

Communication skills

Multitasking

Analytical thinking

Education

Bachelor's degree in IT or related field

Tools

ServiceNow

Freshservice

Jira Service Management

Zendesk

Job description

Amergis Healthcare Staffing is seeking a Team Lead - Service Desk to supervise the Service Desk team, drive incident management, and ensure timely support for internal users and stakeholders.

You will coordinate with IT and business units, mentor analysts, and improve processes, SLAs, and knowledge resources while maintaining a strong focus on customer service.

This role requires IT leadership experience, ITIL awareness, and hands-on ability to balance operations with strategic initiatives.